Service Level Aggreements

1. Overview

This Service Level Agreement (“SLA”) outlines the service commitments, performance standards, and responsibilities for all services provided by BlazeFrost. By using our services, clients agree to the terms defined in this SLA.

2. Service Availability

2.1 Uptime Guarantee

BlazeFrost guarantees a minimum of 99% monthly uptime for all hosted services.

2.2 Uptime Credits

If uptime falls below the monthly threshold, clients may request service credits:

Monthly Uptime

Credit

98%–98.99%

10% credit

95%–97.99%

25% credit

Below 95%

50% credit

Credits apply to the next billing cycle and must be requested within 7 days of month end.

2.3 Exclusions

Uptime calculations exclude:

  • Scheduled maintenance (with prior notice)

  • Emergency maintenance for security or stability

  • External attacks (DDoS, exploits, etc.)

  • Customer-side misconfigurations

  • Force majeure events

3. Support & Response Times

BlazeFrost offers support via email at support@blazefrost.xyz.

3.1 Response Times

  • Critical Issues (Service offline, data loss): Response within 1–2 hours

  • High Priority (Major degradation, security concern): Within 4 hours

  • Medium Priority (Feature malfunction): Within 12 hours

  • Low Priority (General inquiries): Within 24–48 hours

Response time refers to acknowledgement and initial engagement.

4. Maintenance

4.1 Scheduled Maintenance

  • Performed with at least 24-hour notice

  • Typically done during low-traffic periods

  • Included in uptime exclusions

4.2 Emergency Maintenance

Executed only when required for security, stability, or infrastructure integrity.

5. Incident Handling

If a service incident occurs:

  1. BlazeFrost investigates and identifies the cause

  2. Customers receive updates until resolved

  3. A post-incident summary may be provided for severe outages

6. Security

BlazeFrost implements industry-standard security measures, including:

  • Firewalls and DDoS protection

  • Regular software and OS updates

  • Secure data handling procedures

Customers are responsible for safeguarding their login credentials and configurations.

7. Backups & Data Protection

  • Daily or scheduled backups (service-dependent)

  • Managed in secure, off-site or redundant storage

  • Data restore requests may incur fees depending on service plan

8. Client Responsibilities

Clients agree to:

  • Maintain valid contact/billing information

  • Use the service in compliance with our Terms of Service

  • Avoid actions that may threaten the stability or security of the platform

  • Cooperate during troubleshooting

9. Limitations

The SLA does not guarantee:

  • Compensation beyond defined credits

  • Responsibility for third-party service failures

  • Liability for client-side mismanagement or unsupported configurations

10. SLA Modifications

BlazeFrost reserves the right to update this SLA at any time. Continued use of services constitutes acceptance of updated terms.